Bilingual Member Experience Specialist

Borrowell; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A financial services company in Toronto is looking for a Bilingual Member Experience Specialist. The role involves resolving member concerns, managing support tools, and improving member interactions. Candidates should have 2+ years experience with Zendesk, customer service background, and be bilingual in French and English. The position offers comprehensive health benefits, flexibility in hours, and an inclusive work culture.

Benefits

Comprehensive health benefits

Wellness & Transit Benefit

Flexibility in working hours

Employee Development Benefit

Qualifications

• 2+ years of experience with member relationship management tools.
• 1+ year of customer service experience, preferably in financial services.
• Experience supporting customers with loan or similar credit products.

Responsibilities

• Resolve member concerns ensuring SLAs and CSAT targets are met.
• Manage Borrowell’s support tools across brands.
• Propose and develop new agent template responses.

Skills

Bilingual (French & English)

Strong writing and editing skills

Organizational skills

Ability to navigate ambiguity

Tools

Zendesk

Job description

About Borrowell:

At Borrowell, we’re on a mission to help Canadians feel confident about their money. We empower individuals to take control of their financial futures by providing the tools and insights needed to understand, build, and use their credit effectively.

1 in 10 Canadians use Borrowell for comprehensive credit monitoring and personalized insights. Our innovative services, including Credit Builder and rent reporting, help consumers build credit so they can unlock access to a wider range of financial products at more competitive rates. Additionally, we offer personalized financial product recommendations from Canada’s most trusted providers based on each member’s credit profile and financial goals.

Our team is diverse, inclusive, and driven by a shared passion for making a meaningful difference in the lives of Canadians. We pride ourselves on fostering a culture of collaboration, humility, and innovation. If you’re looking to join a company that’s transforming the financial landscape and empowering Canadians to achieve their financial aspirations, we invite you to explore career opportunities at Borrowell. Together, we can help Canadians feel confident about money.

About the role:

Borrowell seeks a motivated and driven Bilingual Member Experience Specialist with a passion for product efficiency, process improvement, and delivering a top-notch member experience. Reporting to the Manager, Member Experience, this role is key in supporting our Borrowell members. Additionally, you will focus on optimizing member and agent interactions with our technology stack, ensuring that the Member Experience team utilizes the right tools and processes to exceed member expectations.

Responsibilities:

• Resolve member concerns efficiently, ensuring service level agreements (SLAs) and customer satisfaction (CSAT) targets are met.
• Manage Borrowell’s support tools across multiple brands.
• Propose and develop new agent template responses to improve messaging consistency and boost productivity.
• Work closely with other departments to identify and resolve member issues.
• Monitor the performance of automation, triggers, macros, articles, and workflows within our support tools, identifying areas for improvement and efficiency gains.
• Keep up to date with the latest best practices in member support.
• Assist the Manager, Member Experience with ad hoc projects as needed.

• Bilingual (French & English) is required for this role
• 2+ years of experience with Zendesk (or similar member relationship management tools).
• 1+ year of customer service experience, preferably in the financial services sector.
• Strong writing and editing skills, especially in personal finance topics.
• Ability to navigate ambiguity and adapt in a fast-changing business environment.
• Excellent organizational and prioritization skills.

Nice to Haves:

• Experience working in a fast paced, high output scale-up environment
• Experience supporting customers with loan or similar credit products

• The Opportunity - join and have a major impact at a growing company that is helping make financial stability possible for everybody

• Comprehensive Health Benefits - medical, dental, vision, and paramedical health benefits for you and your family, with extra yearly coverage for psychotherapists and massage therapists
• Additional Health Benefits - virtual benefit offering that allows you to connect 24/7 with nurses, doctors and mental health professionals
• Maternity & Parental Leave Top-up - available to new parents
• Wellness & Transit Benefit - $600 annually to spend on whatever brings you joy
• WFH Reimbursement - we ship you gear like a laptop, mouse, keyboard, and you can reimburse additional items to make your workplace better for you
• Employee Development Benefit - annual reimbursements on payments to help your learning
• Givewell Benefit - 1 paid volunteer day a year to give back to the community
• Flexibility - flexible working hours and a flexible vacation policy

We are remote-first across Canada with an office in Toronto. This role will require you to attend in-person meetings and team-building events.

At Borrowell, one of our core values and firm beliefs is that diversity makes us better. If you’re unsure about your qualifications for this position, we’d still encourage you to apply. We’re looking for candidates who have experience, but know that not everyone’s had a chance to demonstrate what they can do. What’s most important is that you have a growth mindset and care about helping people with their finances - an area in their lives that causes a lot of stress.

Please note that due to the sensitive nature of the work we do, clearing a credit and criminal record check is a condition of employment.

By submitting your application you consent to Borrowell's use and processing of your personal information in connection with your job application at Borrowell and its recruitment processes.

Borrowell encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.